Installing and configuring the integration using without an existing Zendesk Support Account

Proceed to your email address and click on the verification link sent to you by Zendesk.

Return to the integration setup page and click Next.

Allow the integration to have access to your Zendesk account.

The integration will automatically configure and setup the Shopify account in your Zendesk Support instance and install the Web Widget in your storefront.

You can view the Shopify app in the Zendesk Support agent interface by opening the Apps panel.

Uninstalling the integration

You have two options for deleting the integration

Delete the Zendesk App in Shopify

Click Deauthenticate in the Zendesk App configuration page in Shopify

Frequently Asked Questions

Why is the Web Widget showing up on my online store?

The Web Widget is enabled by default with the installation of the Zendesk for Shopify V2 Integration

It can be disabled on the Zendesk App settings found within the Shopify Admin Panel

Where do I control which data gets passed through to the Zendesk Support interface?

All data is controlled through the Zendesk App settings found within the Shopify Admin Panel

Tick the boxes for which data you want to be sent through to the integration!

How can I setup the integration for multiple storefronts?

You will need to login to each of your Shopify accounts and install the Zendesk app from there. These will result in multiple Shopify app instances installed in your Support account depending on the number of stores you set up the integration with.

32 Comments

The integration was easy and is working (I can see order info in the right-hand App area) - but what's not clear is the purpose of the "Order ID Field ID:" that the instructions above say to setup. Is it supposed to auto-populate with the order#? (I double-checked the ID of the field and it is correct with what's configured in the Shopify plugin) TIA!

@Mike, the Order ID Field ID is used by the Zendesk App to lookup details of the Shopify Order and render them in the app. The typical workflow is a customer submits a ticket, then the support agent works out what Shopify order it is related to and puts the order id in the field.

Hello, I am new to zendesk and just want to display the web widget on my shopify store. I have followed the instructions to add the web widget code to my shopify snippets and theme.liquid. Yet the widget does not appear.

@Billy
In order for the Web Widget to appear on any page (not just your Shopify store) you need to have an Open Zendesk (Admin > Customers > 'Anyone can submit tickets' set to On). If you turn that setting on and find that the widget still isn't appearing, just let us know and we can dig into it a bit further. Thanks!

I haven't personally used the Shopify integration with an active store, but as far as I can tell the tracking info doesn't automatically get passed over to Zendesk. My best suggestion would be to add the tracking link for an order to the notes, so it gets passed to the ticket that way.

Sorry for the inconvenience. There is an ongoing issue with the Zendesk app in Shopify which we will resolve in a few days. For the meantime please follow the instructions in this post to install the Shopify app in your storefront or to set up the Zendesk web widget on your storefront.

Sorry for the delayed response here. Are you still having trouble with this?

If you are, could you go into a little more detail on what's happening? Is the app not showing up at all, or is it just stuck loading, or not bringing back any information? Is this happening on multiple tickets?

We develop gym management software for clubs across the United States. In addition to our software, our clients require specific hardware (barcode scanners, receipt printers, etc.) to run along side our software to properly run their club. Currently our clients order the hardware from us via a standard paper order form that they email or fax to us. We then ship out the hardware from our location or have one of our vendors drop ship the items.

We would love to integrate Shopify into our current ordering process to stream line everything. If we setup a Shopify page, are we able to keep the page private? As stated above, we only provide hardware to our clients, we do not do sales outside of that. For that reason we wouldn't want anyone able to see our Shopify page and order hardware from us.

You mentioned that you are going to integrate Shopify into your current ordering process. Does this process include using Zendesk during the sales lifecycle? If not, then I agree with Nicole that you should reach out to Shopify re: privacy issues.

This Zendesk Support - Shopify integration, however, only allows Shopify order information to be displayed to agents that have a license to access your Zendesk Support account.

I am running CS for multiple shopify stores. I would like to import shopify information for each one without having multiple instances of the shopify app in Zendesk. Or I could conditionally show the appropriate shopify app instance in the agent interface based on origin email address. I could also hide the app interface if the app received the "Customer could not be found" error. Are any of these possible?

I'm working on setting up our Shopify integration. It's not as turnkey as I had expected. Maybe I need to uninstall and start over. Shouldn't Shopify customer and order data automatically populate our Zendesk instance?

It looks like yes, you'll need to uninstall the App on both sides and then reinstall from the Shopify side in a new incognito window if possible.

Please note the requester email must match the email of the user who placed the order in Shopify to populate. If you still can't locate the order information, you can manually type in the order number into the ticket field to get information about that specific order.

Unfortunately, this integration seems to be broken for us as of late: in Tickets, it only displays a link to the Customer within Shopify, not their order details as it previously did (and still does for about half of our tickets, it's inconsistent). The Shopify app also doesn't display any info at all in the Customer tab within Zendesk. What can I do to troubleshoot? Our config hasn't changed.